Service & Repair Call Center Agent

Socket.dev; Delta; On-site; CAD 34,000 - 37,000; Full time

Benefits offered by this job

Extended Health Benefits

Merit Performance

Employee Discounts

Job summary

Trail Appliances in Canada is hiring a Call Centre Agent (service & repair) to handle inbound customer repair requests via phone and email, guiding them toward prompt service resolution. The role documents, tracks, and follows requests through to completion while coordinating with technicians, suppliers, and internal teams.

Compensation is $25.50 per hour. The successful candidate will respond to inquiries, book service appointments, and manage multiple service orders in a fast-paced environment

Qualifications

• 1–2 years call centre experience.
• Strong customer service focus and communication skills.
• Ability to deescalate and control calls.
• Detail oriented and organized with analytical/problem solving skills.
• Knowledge of Microsoft Office: Excel, Outlook and Word.
• Ability to work under tight deadlines and multitask.
• Excellent time management and organization skills.
• Able to work in a team or independently.
• Fluent in written and spoken English.
• Preference for Mandarin/Cantonese speakers.

Responsibilities

• Respond to incoming requests, coordinate and book service appointments with Trail technicians or 3rd party service providers.
• Follow up on existing service requests and check status on exchanges/authorizations and escalations.
• Create service requests based on customer needs, considering appliance history.
• Distinguish between warranty, extended warranty, and paying calls and take appropriate action.
• Create/submit online service requests and internal service requests.
• Request return authorizations (RA) from manufacturers and coordinate with Reverse Logistics and Sales Support.
• Continuous follow up on multiple service orders.

Skills

Customer service

Call centre experience

Deescalation

Detail orientation

Time management

Multitasking

Team oriented

Fluent English

Mandarin/Cantonese (preferred)

Tools

Excel

Outlook

Word

Microsoft Office

Job description

Trail Appliances in Canada is hiring a Call Centre Agent (service & repair) to handle inbound customer repair requests via phone and email, guiding them toward prompt service resolution. The role documents, tracks, and follows requests through to completion while coordinating with technicians, suppliers, and internal teams.

Compensation is $25.50 per hour. The successful candidate will respond to inquiries, book service appointments, and manage multiple service orders in a fast-paced environment